UAE National HR - Contact Center Corporate Services Dubai Part-Time

UAE National HR - Contact Center Corporate Services Dubai (Part-Time)

We are seeking a motivated and detail-oriented UAE Nationals to join our Human Resources team on a part-time basis. This role is ideal for candidates looking to gain hands on HR experience while supporting operations within HR Contact Center.

The HR Analyst in HR People Services is the primary contact for employee inquiries, managing the entire employee life cycle through various support channels such as the employee self service portal, live chat, calls, emails, and walk ins. This role is essential for providing high quality and timely support by utilizing advanced customer service skills and a deep understanding of HR products, policies, and processes. The HR Analyst must be well versed in the latest HR technologies and practices to ensure all interactions are efficient, accurate, and aligned with the organization's commitment to exceptional employee experience.

What you will do

• Responsible for managing the digital customer experience, ensuring that all communications uphold the company's brand values and deliver a consistent and positive image. This includes crafting clear, concise, and professional communications across various digital channels, leveraging deep customer knowledge to offer personalized support, and maintaining comprehensive knowledge of HR products, policies, and processes.
• People Advisor is expected to always adhere to and meet the service levels whilst maintaining pace with quality discipline. The role involves conducting basic to complex analysis, promptly resolving most inquiries and transactional requests, and routing cases requiring escalation using the support tool (i.e., Self Service portal and case management tool).
• The Analyst is also responsible for communicating resolutions to employees and performing courtesy calls during quiet periods to check customer details or seeking additional information.
• Working in a highly data sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements to promote zero breaches of office security policy. The Advisor should ensure that data quality and accuracy are always met through the 'Right First Time' practice.
• Closely monitors WIP cases to ensure they do not exceed defined service levels and maximizes closure by ensuring 100% of 'How To' & 'Request Information' requests are closed within 48 hours. The Analyst is expected to maintain up to date knowledge on policies, procedures, and FAQs, and to share the gained knowledge and experience.
• They also contribute to building and updating the knowledge base with relevant information and solutions to facilitate faster issue resolution and improve the efficiency of future support interactions.
• The HR Analyst jointly cultivates and contributes to a learning and knowledge sharing culture through coaching, emails (Info Sharing), team meetings, or suggesting content to be updated in the FAQ list.
• The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams to ensure smooth request management flow. Additionally, the Analyst demonstrates a proactive personal commitment to the adoption of new processes and working practices and continuously strives to gain customer satisfaction, minimize complaints, and share compliments received to encourage others in the team to deliver expected service standards.

Required Skills to be successful

• Basic understanding of labor laws and compliance requirements relevant to government or corporate services.
• Exceptional verbal and written communication skills with the ability to interact with diverse stakeholders.
• Strong time management skills and the ability to handle multiple tasks in a fast paced setting.

What equips you for the role

• High School graduate or bachelor's degree in relevant HR field or related.
• Microsoft Office and SAP SuccessFactors experience is an advantage.
• Excellent level of spoken and written English & Arabic.